Question 1

Refer to Opening Case: Which of the following is true?
A. Organizations can ignore social media.
B. Organizations only need to be followed on Twitter to be effective.
C. An organization has to act on posts about itself on Twitter and Facebook.
D. Tweeter is the only way to monitor customer experiences
E. Organizations can put up a Facebook fan page and customers will flock to it.
Answer. C

Accepted Answer

The answer of Refer to Opening Case: Which of the...

Question 2

Which of the follow statements is false about customer interaction centers (CIC) ?

Accepted Answer

A)   A call center is an example of a CIC.
B)   A Help Desk is an example of a CIC.
C)   In outboard telesales the sales person contacts the customer.
D)   In inboard telesales the customer calls the CIC.
E)   Live chat provides an advantage over telephone conversations.F) B) and E)
G) B) and D)

Question 3

Which of the following is not a goal of supply chain management?

Accepted Answer

A)   to reduce uncertainty along the supply chain
B)   to decrease inventory levels
C)   to increase cycle time
D)   to improve customer service
E)   to improve business processesF) A) and B)
G) C) and D)

Question 4

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

Accepted Answer

A)   telesales rooms
B)   group decision support rooms
C)   videoconferencing centers
D)   sales team meetings
E)   customer interaction centersF) D) and E)
G) A) and B)

Question 5

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following is true about Haya's supply chain?

Accepted Answer

A)   Haya's supplier is downstream in her supply chain.
B)   Haya's customers are upstream in her supply chain.
C)   If a customer returns a tie, that is known as reverse logistics.
D)   Haya has no information flows.
E)   Haya's supplier is the only other link in her supply chain.F) A) and D)
G) A) and E)

Question 6

Which of the following is not responsible for the bullwhip effect?

Accepted Answer

A)   poor demand forecast
B)   price fluctuations
C)   order batching
D)   rationing within the supply chain
E)   poor supply forecastF) D) and E)
G) A) and B)

Question 7

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Accepted Answer

A)   Mobile CRM
B)   Analytical CRM
C)   Operational CRM
D)   On-demand CRM
E)   Customer-facing CRMF) A) and E)
G) B) and C)

Question 8

The primary goal of extranets is to do which of the following?

Accepted Answer

A)   foster collaboration between and among business partners
B)   to provide security for corporate intranets
C)   to provide effective communications inside corporate intranets
D)   to enable corporate employees to view inventory information for their companies
E)   to enable business partners to better plan mergers and acquisitionsF) B) and C)
G) B) and E)

Question 9

If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling.

Accepted Answer

A) True 
 B)False

Question 10

Discuss the benefits and limitations of on-demand CRM systems.

Accepted Answer

The answer of Discuss the benefits and limitations of on-demand...

Exam 11: Customer Relationship Management and Supply Chain Management

Which of the follow statements is false about customer interaction centers (CIC) ?

Correct Answer
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Which of the following is not responsible for the bullwhip effect?

Correct Answer
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Correct Answer
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If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling.

Correct Answer
verified

Discuss the benefits and limitations of on-demand CRM systems.

Correct Answer
verified

Which of the following is not a goal of supply chain management?

Correct Answer
verified

Correct Answer
verified

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

Correct Answer
verified

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Correct Answer
verified

The primary goal of extranets is to do which of the following?

Correct Answer
verified

Exam 11: Customer Relationship Management and Supply Chain Management

Which of the follow statements is false about customer interaction centers (CIC) ?

Correct AnswerverifiedShow Answer

Which of the following is not responsible for the bullwhip effect?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling.

Correct AnswerverifiedShow Answer

Discuss the benefits and limitations of on-demand CRM systems.

Correct AnswerverifiedShow Answer

Which of the following is not a goal of supply chain management?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

Correct AnswerverifiedShow Answer

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Correct AnswerverifiedShow Answer

The primary goal of extranets is to do which of the following?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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